Success Story Pforzheim Municipal Works
For SWP Pforzheim (Stadtwerke Pforzheim), cleverQ has provided
a tailor-made concept for managing of queues and appointments.
The challenge
Stadwerke Pforzheim is a service company. The responsibility of effective and targeted service is a direct factor in SWP’s success.
As an energy provider, SWP also has a high level of responsibility to its customers, as it provides vital infrastructure that affects the daily lives of thousands of households.
As a result, the services offered require a great deal of consultation and often have to provide individual assistance to the customer. This entails a high time factor, which leads to waiting times and requires coordinated appointment and waiting time management.
About Stadtwerke Pforzheim - SWP
SWP has been the energy supplier for the city of Pforzheim and the Enzkreis district for 125 years. As a traditional company, they supply energy to households, businesses and public institutions. As a driver of innovation, they launch innovative solutions such as e-mobility and smart meters. The company is passionately committed to promoting sports, culture and education in its region.
SWP’s portfolio includes the provision and supply of electricity, natural gas, district heating, drinking water, electromobility, telecommunications and energy services.
Stadwerke Pforzheim has 465 employees and generated sales of €366.7 million in 2018
The Solution | Digital Queuing System & Appointment Management
Stadtweke Pforzheim uses cleverQ online appointment management and the digital queuing system.
Walk-in customers can make a reservation via the ticket printer on site or via the free cleverQ app. They are automatically placed in the queue.
Appointment customers can make a reservation via an individual web browser homepage or via app with automatic queuing.
The cleverQ advantage
With cleverQ, appointment and walk-in customers are managed centrally via a single platform. The queue is always up-to-date, regardless of the type of reservation (ticket printer on site, appointment reservation via web browser or digital reservation in the app). Newly drawn waiting tickets and appointments are automatically added to the queue.
- Reservation in all common browser systems.
- Custom level for convenient editing of all appointments.
- Free app for customers to book appointments or e-Tickets
- Customers can cancel appointments quickly and easily.
- No correspondence via phone or mail necessary.
- Appointment time released by cancellations is automatically reentered into the system in real time.
Marcus Ewald
Department Manager/ Customer Service/ Sales Services
“At SWP, service comes first. We wanted to translate that service mindset into the waiting room and make the experience as pleasant as possible for our customers, and then Corona came along. We needed a solution for our customers now more than ever. In the future, customers will even be able to book appointments for a personal video consultation via the cleverQ platform. cleverQ was the right overall solution for us.”
